PG Forsta Hires Chief CX and Research Officer

In Boston, US, Press Ganey Forsta has announced the appointment of Luke Williams, formerly of Ipsos, Qualtrics and Microsoft, as Chief Customer Experience and Research Officer.

The company was formed in 2022 when research tech pioneer Forsta - itself a combination a year earlier of software firms Confirmit and FocusVision - was acquired by healthcare experience specialist Press Ganey. Its work for clients across healthcare, financial services, technology and other sectors is now focused around its HX (Human Experience) Platform. Last week, the firm acquired CX technology firm InMoment.

Williams brings more than twenty years of experience in the sector, most recently from around four years at Microsoft - here, as Senior Director of Global CX, he led the global customer experience and insights function, creating the company's '4 Voices' strategy to embed 'action-first thinking'. Earlier he spent five years as a Director at Qualtrics, and eight at Ipsos Loyalty, latterly as head of Research Methods and Head of Consulting. He also worked for eighteen months client side, overseeing the client care program at AECOM.

In his new role, he will work directly with PG Forsta clients to shape strategy and design programs, and will oversee the enterprise CX and research teams. He reports to Kyle Ferguson, CEO of the group's 'cross-industry division', who comments: 'Luke is an influential thinker on the future of experience and his work has consistently emphasized the human side of business success - connecting strategy to purpose, and research to real-world impact. His expertise will enable us to partner more deeply with our clients to turn feedback into action, insights into innovation, and experiences into true competitive advantage.'

Web site: www.pgforsta.com .